Search results
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Starbucks Corp.: Clouds in Your Coffee
Zimmerman, Alan; Weiss, Elliott N.Case DARDEN-OM-1328-EService and Operations ManagementThis case depicts the history of Starbucks Corporation, from its inception, in 1971, through 2007. The case highlights the conflict between large-scale efficiency and standardization versus providing customers with the "Starbucks Experience." As its consistent growth shows, Starbucks has managed this conflict skillfully, but as the company continues to expand, balancing these objectives becomes more difficult and complex.Starting at €8.20
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The Toyota Production System: “The Scent of the Cornered Ferret”
Zimmerman, Alan; Weiss, Elliott N.Case DARDEN-OM-1333-EService and Operations ManagementThis case provides a history of Toyota and describes the famed Toyota Production System (TPS). It follows the company from its founding, in 1933, up to 2007. The case can be used to introduce TPS as well as to discuss the factors necessary to sustain a corporate strategy through long periods of international growth.Starting at €8.20
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Six Sigma: A Basic Overview
Landel, Robert D.; Zimmerman, AlanTechnical Note DARDEN-OM-1339-EService and Operations ManagementIn the nearly 30 years since it was introduced, Six Sigma has evolved to mean different things in different circumstances and in different organizations, so that now it is difficult to identify a single, universally accepted definition. The purpose of this note is to provide a basic overview of Six Sigma by explaining its underlying principles and most commonly utilized methods while providing a brief review of its history. Finally, this note pro...Starting at €8.20
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Managing Employee Retention (Spanish version)
Frei, Frances X.; Campbell, DennisCase HBS-607S04Service and Operations ManagementUsed as part of the third module of a course on Managing Service Operations, which addresses how managers can inform their decisions with customer data (606-097). Provides a retailing context in which employee retention strategies are explored through analyzing detailed store-level data.Starting at €8.20
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Store24 (B): Service Quality and Employee Skills (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-614S06Service and Operations ManagementComplementa el caso (A).Starting at €5.74
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Shangri-La Hotels, Teaching Note
Campbell, DennisTeaching Note HBS-112090-EService and Operations ManagementTeaching Note for 108-006.Starting at €0.00
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BigEast Bank: Credit Card Approval (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-610S07Service and Operations ManagementBigeast está considerando adoptar una visión centrada en relación a su proceso de aprobación de tarjetas de crédito. Esto cambiaría la práctica actual del banco de análisis de aplicaciones basadas en los méritos de un solo producto a una donde la relación existente entre el cliente está considerado en el proceso de aprobación.Starting at €8.20
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GuestFirst Hotel (A): Customer Loyalty (Spanish Version)
Frei, Frances X.; Campbell, DennisCase HBS-617S19Service and Operations ManagementSe usa como parte del tercer módulo de un curso de Operaciones de Servicio de gestión, que se ocupa de cómo los administradores pueden informar a sus decisiones con los datos del cliente (606-097). Proporciona un contexto hotel en el que explorar la relación entre la lealtad del cliente y rendimiento financiero, utilizando cuatro años de datos del hotel. Desafía a los estudiantes a encontrar la medida de la relación entre la lealtad y el rendimie...Starting at €8.20
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We Can Hear You Now (B): Voice of the Customer Project at Crutchfield Corp.
Landel, Robert D.; Taylor, Laure; Zimmerman, AlanCase DARDEN-OM-1343-EService and Operations ManagementAppropriate for marketing and operations management courses. The director of customer service in an electronics catalog business has asked a Six Sigma Black Belt for assistance in evaluating several ideas to effectively obtain and analyze feedback from users of its customer service department. Students are asked to evaluate the design and findings from a previously run project focused on sales agent performance and then to recommend a Six Sigma p...Starting at €5.74
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Dell Computer: Back to the Future
Zimmerman, Alan; Weiss, Elliott N.Case DARDEN-OM-1325-EService and Operations ManagementThis case tells the story of Dell Computer Corporation, from its beginning, in 1983, through 2007. It describes the famous "Dell Way" process, which uses just-in-time inventory management and lean-production principles, together with direct sales and real-time information management. It also describes Dell's challenges: globalization, new technologies, and evolving market trends.Starting at €8.20